Delivery Manager

Job Description

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What we offer:

· Impact: Your work will directly contribute to the success of our global operations.

· Opportunity: Maersk provides ample opportunities for growth and development, both professionally and personally.

· Innovation: Join a forward-thinking team that embraces innovation and cutting-edge technologies.

· Global Exposure: Collaborate with colleagues from diverse backgrounds and gain exposure to international business practices.

· Work-Life Balance: We value work-life balance and offer flexible working arrangements to support our employees

Job Overview:
We are seeking a dynamic and experienced Customer Experience Process Manager to lead the end-to-end lifecycle of customer interactions—from Booking to Delivery—including documentation and issue resolution. This strategic role requires a results-oriented leader with a strong customer-centric mindset, analytical acumen, and the ability to drive team performance across global regions.

The ideal candidate will bring 12–15 years of professional experience, with 2–3 years of team management, exposure to the UK and North America (NAM) markets, and preferably a background in Logistics or Supply Chain Management (SCM). Compliance or customs process expertise is mandatory.

Core Responsibilities & Skills Required:

• Manage the complete lifecycle of customer requests—from booking to resolution—ensuring timely, accurate, and high-quality service in line with internal policies.

• Lead and inspire a high-performing team with 2–3 years of Proven experience in managing leaders and driving performance.

• Engage with internal teams (Operations, Sales, Finance, Disputes) and external stakeholders to enable efficient approvals and decision-making.

• Effectively manage operations and customer experience across NAM, UK/EUR, and IMEA regions.

• Ensure all customer transactions are processed within defined timelines with a focus on accuracy, completeness, and adherence to SOPs, especially given the manual nature of work.

• Drive process optimization, standardization, and simplification to enhance service scalability and consistency.

• Evaluate individual customer requests analytically to ensure policy compliance, identify gaps, and implement improvements.

• Take full ownership of team KPIs and performance targets, and implement clear glide paths to meet goals.

• Demonstrate strong stakeholder management across multiple regions and functions.

• Champion the company’s cultural transformation journey by promoting values like ownership, collaboration, and continuous learning.

• Engage directly with customers and internal teams to identify improvement opportunities that reflect in customer satisfaction and NPS (Net Promoter Score).

• Possess strong analytical thinking and problem-solving capabilities to navigate ambiguity and implement creative solutions.

• Be well-versed in business processes with a strong grasp of operational controls and best practices.

• Exhibit excellent interpersonal, communication, and documentation skills.

• Have proficiency in MS Excel and experience with ERP systems; knowledge of data visualization tools is a plus.

• Adapt quickly to evolving systems, tools, and process changes.

• Pay close attention to detail, ensuring complete, accurate, and compliant documentation at all stages.

• Should be comfortable working in Night Shift.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.